We really pride ourselves on being a very special place to work where people and pets come first! Voted in the top 10 of the Great Place to Work (Best Large Workplaces) awards 2017 for two consecutive years and Number 13 in Europe in 2016! The Pets at Home Group has 12,500 colleagues within 450 stores, 2 Distribution Centres, over 300 Groom Rooms, 430 vet practices, 2 Support Offices and 5 specialists referral hospitals; all making up the UK’s number one pet care retailer.

This is a career building opportunity for the right candidate. Every opportunity is on offer to learn and develop your IT within our Group IT Service Desk Team, supporting all Pets at Home and Vet Group colleagues and working as part of a busy, professional and highly motivated team based at our Support Office in Handforth, Cheshire. This is initially a temporary position to cover during these very challenging times but with the very real possibility of going permanent due to our continued growth and opportunity.

As a 2nd line Service Desk Analyst you will have excellent desktop support skills and knowledge of a Retail / Services environment and a good knowledge of networking principles and providing LAN / WAN support. You will have previously worked in a 1st line or technical Service Desk role. As a 2nd line Service Desk Analyst you will provide IT support for the Service Management function across the Pets at Home Group.

Key Responsibilities:

Incident / Service Request recording and classification, inputting information into the Service Management Tool and ensuring quality and accuracy of data.

Track, triage and manage incidents and service requests from receipt into the 2nd Line Team to completion to ensure resolution in a timely manner and to a high standard to avoid as little disruption to the business as possible, working to Service Level Agreements and providing an excellent level of Customer Service.

Routing of Incidents and Requests to further appropriate 3rd Line Internal Support Teams or 3rd Parties if required.

Support the implementation of new services, from transformation, implementation and BAU, such as encryption and refresh projects across the business, or new software / application implementations and projects.

Play an active role in the problem management process identifying and resolving problems and suggesting and implementing service / process improvements in collaboration with other Group IT colleagues, 3rd parties and the wider business.

Build and configuration of laptops and desktops, along with installation of authorised software, encryption software, Anti-Virus, software updates and patches.

Participate in the 2nd Line on-call rota, which rotates on a 4 weekly basis, requiring a member of 2nd Line to be available (24/7) for the week to support with business critical out of hours priority issues if required (additional benefit payments apply).